Enrollment Coach

Job description

Location: This position is based in Norman, OK with remote work options for candidates in Colorado, Arizona, Texas and Florida. Local candidates to Norman and Oklahoma City, preferred. Shape the Future of Online Learning with OU Education Services: OU Education Services (OUES) is a nonprofit corporation established to manage and expand online learning for the University of Oklahoma System. As a growing education technology organization, we are dedicated to delivering innovative solutions that enhance learning outcomes, improve student experiences, and support the university's mission of providing high-quality education to learners everywhere. At OUES, we prioritize collaboration and provide opportunities for our teams to work closely to deliver meaningful, impactful results. We are a talent focused organization and encourage applicants from all regions, we have a preference for candidates who are in or open to relocating to the Oklahoma City metro area. Being part of our vibrant community fosters richer collaboration and a stronger alignment with OU and the OUES mission. Job Summary: The Enrollment Coach supports prospective online students from initial interest through enrollment by building trust, understanding each student’s goals, and providing accurate guidance through the application and start process. This role is primarily phone-based and requires consistent outreach, strong consultative communication, effective concern resolution, and disciplined follow-up. The successful candidate will bring a student-first mindset, comfort working in a high-activity environment, and the ability to use established enrollment practices to help students make informed decisions, understand program expectations, and determine the start term that is appropriate for their academic readiness, goals, and circumstances. Key Responsibilities: Student Engagement & Enrollment Success - Conduct high-quality, student-centered enrollment conversations that identify needs, address concerns, and support informed enrollment decisions. - Guide students through the application process and help them identify an appropriate start term based on program requirements, admissions processes, academic readiness, and the student’s individual goals and circumstances. - Use student-centered support and consultative communication practices to help students understand requirements, address questions or barriers, and make progress toward an informed enrollment decision. - Consistently meet daily activity and service expectations, including timely outreach, speed-to-inquiry, call volume, quality of conversations, application-support activity, accurate documentation, and other student follow-up metrics established by the manager. - Maintain ongoing engagement with prospective students to support completion of next steps, enrollment progression, and retention through program start. - Provide general information about program details, course curriculum, graduation requirements, and career pathways using approved resources, and refer students to the appropriate university office for official academic, admissions, transfer credit, or degree-requirement determinations. - Provide general information about financial aid, scholarships, and payment options using approved resources, and refer students to the appropriate financial aid or student accounts office for official eligibility, award, billing, or payment determinations. - Contribute positively to team culture through collaboration, professionalism, and a willingness to support teammates. - Participate in team and manager meetings by reviewing performance data, discussing prospective student needs and concerns, sharing insights from outreach, and contributing practical ideas to improve student experience, progression, and operational effectiveness. - Share constructive feedback and ideas that improve student outcomes and team effectiveness. - Demonstrate a positive, student-first mindset by bringing full effort each day, contributing to a healthy team environment, and representing OUES in a way that aligns with OU objectives. Pipeline & Lead Management - Manage an assigned pipeline of prospective students utilizing established lead management and follow-up strategies. - Use Salesforce to accurately document outreach, track student progress, monitor enrollment status, and support timely next-step follow-up. - Maintain accurate student records, enrollment statuses, and communication histories within SalesforUse prospect classifications and enrollment indicators to prioritize timely outreach, align follow-up with student needs and readiness, and support appropriate student progression. - Complete timely follow-up activities in accordance with departmental outreach cadence, inquiry management classifications, student-service expectations, and applicable guidance for accurate and appropriate communication. Performance Expectations: Performance expectations for this role include consistent and thoughtful student outreach, high-quality conversations, timely completion of follow-up activities, accurate Salesforce documentation, and support for student progression based on each student’s goals, readiness, and circumstances. Enrollment Coaches are expected to provide clear, personalized guidance throughout the enrollment journey, helping students understand requirements, navigate the application process, address barriers, and confidently identify their next steps. Coaches should use established conversation guides and approved resources, prioritize outreach based on student needs and lead management expectations, and proactively partner with their Enrollment Manager when a student may need additional support, follow-up, or intervention to continue progressing. Enrollment Coaches support prospective students by providing accurate information, timely outreach, and guidance through established processes. This role does not make admissions decisions, determine financial aid eligibility or awards, provide official academic advising, or pressure students to enroll. Coaches are expected to help students understand options, requirements, timelines, and next steps so they can make informed decisions that align with their goals, readiness, and circumstances. Qualifications: - Minimum 0-2 years professional work experience - Bachelor’s degree required - Experience in Salesforce or similar CRM, preferred Competencies - Student-Centered Service - Relationship Building - Consultative Communication - Enrollment Best Practices - Accountability & Execution